Customer Support Team Lead

TL;DR

Customer Support Team Lead: Coaching and developing customer support representatives, ensuring operational excellence, and fostering a culture of feedback and recognition with an accent on monitoring team performance and implementing coaching plans. Focus on driving both employee and customer success through cross-functional collaboration and ethical leadership.

Location: Office, Mexico City

Company

hirify.global is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally.

What you will do

• Contribute to in-office leadership presence, supporting employees in a hybrid/in-office environment while maintaining a strong connection with remote teams.
• Provide consistent coaching and developmental feedback through weekly 1:1 meetings.
• Plan and lead weekly team meetings focusing on team skill development, team-building, and important business updates.
• Serve as the primary escalation point for unresolved customer issues, ensuring timely and satisfactory resolution.
• Actively contribute to cross-functional projects aimed at enhancing customer experience and driving retention.
• Lead by example in ethical decision-making, fostering inclusivity, fairness, and integrity in all interactions.

Requirements

• 2+ years in a leadership role within customer support or a related field.
• Prior experience with SaaS, CRM, and telephony tools is a bonus
• English (Advanced Level Required)

Culture & Benefits

• Driven by a shared mission to help customers unlock their full revenue potential.
• Invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact.
• Collaboration is at the core—all for one, meaning you’ll have a team across departments ready to help you succeed.
• Encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.